Document Type



This study aims to find out the differences between customer expectations and customer experiences on logistics service quality (LSQ) of online shopping in China. Data was collected from 153 respondents through an online shopping site. Structural equation modeling is used to examine the reliability and validity of the research model. This study indicates that order condition and order discrepancy handling are the most important LSQ areas that logistics service providers should address in order to improve their service quality as well as to strength their business development.